Outbound Widgets for Salesforce OpenCTI

Note

This feature is available for both Amazon and Cisco Acqueon Workspace in Salesforce.

When the Agent is logged into the Acqueon Workspace in Salesforce and the agent receives a call, the agent is able to view the customer data during a call in all the outbound widgets inside Salesforce OpenCTI.

The widgets are placed inside a Visualforce page. The Widget data is refreshed for every call and does not open a new page for every call.

Creating a Visualforce Page

1. Log in to Salesforce org.

2. Navigate to Setup.

3. In the Quick Find box, enter Visualforce. Navigate to the Visualforce screen.

   

4. Click New.

5. Provide Page Information as below:

   1. Enter a Label for the Visualforce page you want to create.

   2. Enter a Name for the Visualforce page you want to create.

   3. Enter a Description.

   4. Select/Deselect the Available for Lightning Experience, Experience Builder sites, and the mobile app checkbox to show/hide the widgets in Lightning page.

   5. Select the Require CSRF protection on GET requests checkbox.

   

6. Provide the widget layout URL which you created in the Admin, in the Apex class script under the Visualforce Markup tab.

   <apex:page ><h1>Acqueon Desktion Gadgets - VisualForce Container</h1><iframe 
   src="https://172.20.6.147:6100/desktop/view/VFWidget" id="theIFrame" 
   width="100%" height="100%" frameborder="0" style="overflow:hidden;overflow-
   x:hidden;overflow-y:hidden;height:100%;width:100%;position:absolute;top:0px;left:0px;right:0px;
   bottom:0px"></iframe></apex:page>

7. Click Save.

   

Creating a Visualforce Tab

1. Log in to Salesforce org.

2. Navigate to Setup.

3. In the Quick Find box, enter Custom Tabs. Navigate to the Visual Tabs screen.

4. Click New.

   

5. Enter the details.

   

   1. Select the Visualforce Page from the dropdown list. The new Visualforce Page which you have created is listed here.

   2. Enter a Tab Label.

   3. Enter a Tab Name.

   4. From the Tab Style Selector, choose a Tab Style.

   5. Enter a Description.

   6. Click Next.

6. Complete the Add to Profiles section.

   1. Choose the user profiles for which the new page tab is available. You may also examine or alter the visibility of tabs from the detail and edit pages of each profile.

   2. Select Apply one tab visibility to all profiles. By default, this is set to On.

   3. Click Next.

7. Complete the Add to Custom Apps section.

   1. Choose the Custom Apps for which the new custom tab is available. You may also examine or alter the visibility of tabs from the detail and edit pages of each Custom App.

   2. Click Save.

8. The newly created Visualforce tab is added.